We do our best to ship orders as fast as possible and most orders are shipped within 1-2 days from the time we receive them. However, wet pulp (ready-to-use) is custom beaten in our Hollander beaters and may take up to a week to make, depending on the number of beaten pulp orders we receive.
All orders are shipped via UPS or FedEx from Brooklyn, New York. You will receive an email with your order’s tracking number on the day your order is shipped. Shipping takes 1-5 business days to most destinations within the US. Customers may also choose 2-day service for quicker delivery. You will be offered a choice of both services during checkout. Please be aware that Saturdays and Sundays are not considered to be business days. For example, if you choose 2-day service and your package is shipped on Thursday, then you will receive it on Monday.
Orders to Canada are shipped by UPS and take 3-7 days to most destinations. Canadian customers may choose UPS 2-Day for a quicker delivery.
Orders to other foreign countries are generally sent via air -UPS or FedEx International.
Please note that all foreign customers are responsible for any customs fees, taxes or duties.
We will issue refunds for materials within 45 days of purchase; however there is a 15% restocking fee, and the customer pays the return shipping. We do not reimburse shipping costs. No returns are allowed for beaten (wet) pulp, paper, polyester felt alternative which is custom cut, or equipment.
If we must cancel a workshop due to low enrollment, we will issue a full refund. If you must cancel a workshop for any reason, and we can fill your space with someone on the waiting list, then we will issue a refund less a $25 nonrefundable registration fee for the short workshops and $100 for papermaking-in-depth. If we are unable to fill your space, then we cannot issue a refund.
Orders are packed with great care. However we are not responsible for damages in transit. Any visible damage should be noted with the carrier when the package is signed for, and keep all boxes and packing material for inspection. Notify the carrier of any other damage, request a damages report and notify us. Missing items or discrepancies must be brought to our attention within three days of receiving order. If anything is damaged or missing, contact us immediately, and keep all boxes and packing materials for inspection.
Please note that pigments and other additives have their own particular safety precautions. We do not knowingly use any hazardous materials, and we have safety data sheets covering all of these supplies. Although none of these materials is considered toxic, some may be irritants; or someone may have a personal sensitivity to them. Therefore, appropriate precautions should be taken when using any of these pigments, chemicals or adhesives. Be sure to download the safety data sheets for your records.
In general, equipment that we sell has a one-year warranty against defects in manufacture. This includes motors and hydraulic jacks, as well as other mechanical components. We do not offer any guarantee concerning usage or results of the materials listed on our website. We sell only materials that we ourselves have used and found very satisfactory. Under no circumstances are we liable for any loss, damage or expenses of any kind arising out of the use or inability to use our products.